A/V Support Technician

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!"We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way.Welcome to Iron Bow's career page. We are glad you are here. Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because what we do matters!We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.Does this speak to you? If you think you can see yourself delivering an exceptional experience as a member of Iron Bow, then please continue reading. DOES THIS SOUND LIKE YOU?Results oriented: You are results-oriented strive to attain desired goals, to include time-committed deliverables, and willing to adapt strategies, methods, realigning competing priorities that ensure successful outcomes. Collaboration skills: You embrace the concept of a positive team spirit and are the role model for instilling team-wide collaboration. You leverage the strength and expertise of your team members to efficiently accomplish work, promote the sharing of best practices, and practice a feedback loop that promotes continuous improvement.THE HIGH LEVELIron Bow Technologies is seeking an experienced A/V Support Technician to support an existing, long time Federal Government customer, the Department of Justice (DOJ). This position requires onsite work at the customer site in Washington, DC. Our position requires the ability of obtain and hold an active Secret clearance.WHAT YOU'LL BE DOINGOur A/V Support Technician will provide AV services to DOJ customers and end users. Support services include video conferencing assistance as well as triage and support customer assistance requests via support tickets escalated to the AV Team. The person we seek for this position will have a passion for positive customer experiences. The right candidate will be a champion to ensure tasks are performed and meet our quality standards and meet the needs of the customer. Responsibilities include:Understanding our client's business needs and continually strive to meet these needs.Support customer request for assistance and solutions through requests escalated from our Tier 1 Call Center.Keep information updated up to date in the ITSM for customer support requests, and once completed, update the ITSM to show resolution.Visiting DOJ offices to assess and resolve A/V equipment and/or operational issues.Visit DOJ sites/conference rooms every two weeks to validate A/V equipment is operational and mitigate found problems before an incident is reported, to ensure A/V equipment is clean and organized, and to ensure necessary peripherals are present and ready (ie, wireless mice and microphones).Field customer's input on the systems and pass that input onto the Government's A/V points of contact (POCs).Aid the Government's A/V POCs in the design of new A/V systems and/or enhancements to existing systems.Consistently strive to provide services that align with contractual SLAs.Support SOP development and update, creation of brochures, quick help guides, best practice tips, how-to guides, knowledge articles, and other publication sources that provide guidelines on use and processes.WHAT YOU BRING TO THE TABLEA minimum of 2 years of experience supporting customer's A/V operations, including conference rooms and being responsive to customer support needs.At least 2 years of hands-on AV experience with Crestron and/or Extron A/V equipment, Polycom, Cisco, and/or LifeSize VTC equipment.Ability to effectively communicate with all levels of the project team, and with Exec Leadership.Capable of regularly lifting/moving up to 25 pounds, and occasionally up to 50 pounds, as well as work within tight spaces.Ability to hold/maintain an active Secret clearance - an existing clearance is preferred, will also consider a candidate who does not hold but is confident they can obtain.Associate's degree in IT or related field, will consider an additional 4 years of experience (total 6) in lieu of an AS degree.Certifications requirements are - CTS (Certified Technology Specialist) and DM-NVX-N (Crestron DigitalMedia Networking Certification) - have certs coming in or commit to obtaining within 6-months of hire.Added nice to hold certifications are - CCSP (Certified Customer Service Professional) and/or CTS-I (Certified Technology Specialist (Installation)).TRAVEL REQUIREMENTSThis position requires candidates based in the greater Washington, D.C. metropolitan area so that they are accessible to multiple DC-area locations. There are no travel requirements outside the DC metro area.WHY YOU'LL LOVE ITBe a leader in providing the highest level of customer experience excellence in a fast passed and exciting environment and a role model for team members.Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by. Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning the customer and employee experience. This new approach elevates all and truly enables success. THE FINE PRINTIron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENTIron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.

Created: 2024-11-12